Creation of new CSM-Cases triggers several warnings in the system log.

Example: "CaseDefaultUtil" is not defined

Steps to Reproduce

  1. Create a new case and note the timestamp.
  2. Go to system logs , navigate to Warnings.
  3. Observe the warning message around the timestamp noted in step1.

           Evaluator: org.mozilla.javascript.EcmaError: "CaseDefaultUtil" is not defined.
           Caused by error in <refname> at line 1
           ==> 1: new CaseDefaultUtil().getCaseDefaultValue(current,'contact_time_zone')


This problem has been fixed. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.

A workaround to this issue is available. Please follow below steps to fix the issue.

  1. Open Contact time zone (contact_time_zone) field dictionary entry for Case (sn_customerservice_case) table.
  2. Change the "Default Value" to: javascript:new sn_customerservice.CaseDefaultUtil().getCaseDefaultValue(current,'contact_time_zone');
  3. Save the record and test

Related Problem: PRB1365639

Seen In

SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response UI Patch - London 2019 Q2 v.6.2.3
SR - SIR - Splunk Enterprise Event Ingestion - Madrid 2019 Q2 v5.0.2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3

Intended Fix Version

New York Patch 8

Fixed In


Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2020-04-02 10:17:17